Clean & prepare rooms for incoming guests

CLEAN AND PREPARE
ROOMS FOR INCOMING
GUESTS
D1.HHK.CL3.03
Slide 1

Subject Elements
This unit comprises seven Elements:
 Identify the role of room attendants
 Prepare for cleaning duties
 Make beds
 Clean bathroom
 Clean room
 Provide additional housekeeping services
 Prepare for next shift.
Slide 2

Assessment
Assessment for this unit may include:
 Oral questions
 Written questions
 Work projects
 Workplace observation of practical skills
 Practical exercises
 Formal report from supervisor.
Slide 3

Element 1:
Identify the role of room attendants
Slide 4

Performance Criteria for this Element are:
 Describe the services delivered by a room attendant
 Locate the position of room attendants within the
enterprise
 Identify the personal characteristics
required of a room attendant.
Slide 5

 Describe grooming and personal presentation
standards for a room attendant
 Interpret enterprise policies and procedures for the
provision of housekeeping services
 Identify and explain the role of communication in the
provision of housekeeping services.
Slide 6

Room attendant
Room attendants are located in any tourism and hospitality
business that provides accommodation to their guests.
In many hotels and resorts, more people are employed as
room attendants than any other front line position.
Slide 7

Room attendant
Their role is to facilitate the comfort of guests ensuring
their „home away from home‟ is clean, safe and presented
in an appealing manner.
 How can you make a room appealing?
Slide 8

Room attendant
Whilst their primary function is to clean they must also be
friendly, informative, discreet and handle any requests or
problems relating to the guest room.
Slide 9

Areas of responsibility
In summary they are responsible for the:
 Cleanliness of rooms
 Overall appearance of rooms
 Security of guest rooms
 Privacy of guests.
Slide 10

Areas of responsibility
The areas of responsibility include:
 Guest Relations
 Guest Safety
 Cleaning
 Administration and Communication.
Slide 11

Daily activities
What are all the activities you think a room attendant does
during a shift?
 Prepare for work
 Enter room
 Clean room
 Provide information to guests
 Maintain storage areas and trolleys
 Close shift.
Slide 12

Daily activities
Prepare for work
 Collect master keys
 Collect daily room allocation sheets
 Stock housekeeping trolleys
 Stock and store supplies
 Determine the order of cleaning of rooms
 Identify any special requests.
Slide 13

Daily activities
Enter room
 Knock on door in compliance with policy
 Open door securely
 Place trolley in door path.
Slide 14

Daily activities
Clean room
 Open curtains and windows for ventilation
 Removing used guest amenities and
rubbish
 Cleaning showers, tubs, sinks and
bathroom items
 Changing linen and making beds
 Checking for damaged linens
 Inspecting rooms for safety hazards.
Slide 15

Daily activities
Clean room
 Reporting lost and found articles, maintenance
problems or special room problems
 Dusting and cleaning room decorations,
appliances and structural surfaces
 Dusting, brushing, polishing and
vacuuming furniture
 Replenishing guest room amenities and supplies.
Slide 16

Daily activities
Clean room
 Check, record and replenish mini bar
 Preparing rooms for guest arrival
 Responding to special guest requests
 Deliver and retrieve items on loan to guests
 Perform rotation cleaning duties.
Slide 17

Daily activities
Clean room
 Vacuuming and sweeping carpets and floors
 Mopping floors as needed
 Recording room status on work assignment sheets
 Phone supervisor or reception updating status of room
 Close door.
Slide 18

Daily activities
Provide information to guests
 Listening and responding to guests‟ requests
or complaints
 Explain room equipment and facilities
 Explain and handle dry cleaning and laundry requests
 Providing information to guests about:
 Hotel services, facilities and other amenities
 Local attractions and services
 Location of places for religious worship
 Prayer and fasting times
 Location of prayer mats and prayer orientation.
Slide 19

Daily activities
Maintain storage areas and trolleys
 Return trolley to storage room
 Empty linen from housekeeping cart
 Remove soiled linen to laundry
 Replenish linen and guest amenities.
Slide 20

Daily activities
Maintain storage areas and trolleys
 Handle lost property
 Clean cleaning equipment including mops and vacuum
cleaners
 Remove rubbish
 Clean storage room floor.
Slide 21

Daily activities
Close shift
 Return work allocation sheets
 Complete reports and other documentation
 Return keys.
Slide 22

Room attendant & organisation
The role of room attendants is quite extensive, however
where does this position fit into the larger picture of a
hospitality or tourism organisation?
Slide 23

Their immediate department
Room attendants work in the Housekeeping department.
Housekeeping is responsible for:
 The cleanliness of the hotel
 Lost property
 Laundry and dry cleaning.
Slide 24

Their wider department
Housekeeping department is part of Rooms Division.
This department is responsible for all activities relating to
accommodation including:
 Reservations
 Switchboard
 Reception
 Concierge.
Slide 25

Their supervisor
The persons whom a room attendant will normally report
to the following:
 Senior Room Attendant
 Housekeeping supervisor
 Executive Housekeeper
 Rooms Division Manager.
Slide 26

Characteristics of a room attendant
Whilst some of the personal characteristics of a room
attendant is similar to those of anyone else working in the
tourism and hospitality industry, there are also job specific
skill sets that are required.
 What characteristics are important for a room attendant
to have?
Slide 27

Knowledge
 Working condition of all items
 Hotel and room facilities
 Knowledge of cleaning equipment
and chemicals
 Procedures for cleaning a room
 Safety and security.
Slide 28

Skills
 Ability to perform cleaning duties in a
thorough and efficient manner
 Manual handling.
Slide 29

Attributes
 Hard working
 Physical strength
 Ability to follow instruction
 Good time management
 Attention to detail.
Slide 30

Attributes
 Professional attitude
 Ability to work independently
 Previous customer service experience
 Good communication skills
 Good organisational skills.
Slide 31

Attributes
 Integrity and confidentiality – room attendants need to
respect guests‟ privacy
 Honesty – room attendants have no right to take guest
belongings or even items like perfume, food or drink
 Discretion – guest information or
activities are not allowed to be
shared with others.
Slide 32

Grooming & personal presentation
In all aspects of grooming, room attendants should reflect
expectations of the guest and the property.
Most organisations will have strict grooming standards to:
 Ensure consistency
 Build confidence and pride of staff
 Uphold a professional image.
Slide 33

What are expected standards for:
 Clothing
 Name Badge
 Hair
 Nails
 Jewelry
 Make Up.
Slide 34

What are expected standards for:
 Odour
 Personal hygiene
 Personal belongings.
Slide 35

Policies and procedures
Each organisation will have its own policies and
procedures.
Their main provision is to ensure the health, safety,
security and privacy of the organisation, staff and
customers.
 Policy – rule or code of conduct
 Procedure – step by step instruction.
Slide 36

Examples of housekeeping policies
 No stealing
 Guest room doors cannot be closed whilst
cleaning
 Protective clothes to be worn when
cleaning
 Confidentiality of guest information.
What other policies exist?
Slide 37

Examples of housekeeping procedures
 Accessing a room
 Making a bed
 Cleaning a window
 Cleaning a bathroom
 Mopping a floor
 Handling lost property.
What other procedures exist?
Slide 38

Who creates policies and procedures
Policies and procedures may be created by:
 Individual housekeeping department – for
specific use in that location
 Head office – for use throughout the chain
 Manufacturers – to identify the correct
methods for use and maintenance.
Slide 39

Types of policies and procedures
Policies and procedures in housekeeping normally relate
to the correct handling, use, cleaning, storage and
protective items relating to:
 Equipment
 Chemicals
 Furnishings
 Fittings
 Clothing.
Slide 40

Finding out about policies and procedures
 Job Descriptions
 Training sessions
 Standard Operating Procedures
 Checklists and Task Sheets
 Observation by colleagues
 Supervision and instruction by management.
Slide 41

Communication
As most staff will never enter a guest room except for a
room attendant, it is important that room attendants are
the eyes and ears for the hotel, either to update the status
of rooms or co-ordinate any appropriate services to be
performed, including maintenance, in a timely manner.
Slide 42

Communication
Room attendants usually communicate with:
 Receptionists
 House Attendants
 Maintenance
 Mini Bar
 Room Service
 Security.
Slide 43

Element 2:
Prepare for cleaning duties
Slide 44

Preparing for cleaning duties
 Replenish linen room supplies
 Load housekeeping trolley with supplies
for service
 Check housekeeping trolley prior to use
 Identify rooms to be cleaned for the shift
 Access and enter guest room appropriately.
Slide 45

Replenish supplies
Before guest rooms are serviced, there is a need to
prepare the linen room supplies and trolley that will be
used to cart the cleaning materials and the room supplies
to those rooms.
Slide 46

Equipment supplies
 Housekeeping trolley
 Vacuum cleaner
 Mops
 Brooms and brushes
 Buckets.
Slide 47

Equipment supplies
 Protective gloves
 Housekeeping uniform
 Cloths
 Warning signs
 Dust pan.
Slide 48

Cleaning and chemical supplies
 Polishes
 Detergents
 Glass cleaner
 Multi-purpose cleaners
 Oven cleaners
 Stainless steel cleaners
 Leather cleaners.
Slide 49

Cleaning and chemical supplies
 Porcelain and ceramic cleaners
 Toilet and urinal cleaners
 Dishwashing detergent
 Sanitisers
 Disinfectants
 Deodorisers and air sprays
 Pest control sprays and similar.
Slide 50

Other supplies
 Bed linen
 Towels
 Toiletries
 Stationery
 Paper products
 Promotional and Informational Material
 Bags
 Give away items
 Replacement items.
Slide 51

Ordering and receiving supplies
When requesting supplies you may be required to
complete a requisition form.
The requisition form is an internal stock ordering form that
you fill in and give to the Head Housekeeper identifying:
 Person requesting the items
 Type of items needed
 Quantity
 Date.
Slide 52

Loading housekeeping trolley
 Health and safety issues need to be addressed when
loading housekeeping trolleys
 Manual handling activities are the main cause of
injuries in the workplace and the housekeeping
department traditionally gives rise to the majority of
OHS injuries.
Slide 53

Manual Handling
Manual handling activities include:
 Lifting – of stock, cartons and boxes
 Carrying – items from storage areas to trolleys, moving
stock from place-to-place
 Pulling – boxes and cartons forward in storage areas
 Pushing trolleys.
Slide 54

Key points to remember when stocking or handling
trolleys:
 Report any damage or faults with the trolley.
 Push the trolley, don‟t pull it
 Always stock items in their designated place
on the trolley
 Never lift anything on your own that weighs
over 16 kg
 Be prepared to ask for help when needed.
Slide 55

Check housekeeping trolley
Before leaving the housekeeping office or linen store it is
vital that you have all the necessary supplies on your
housekeeping trolley.
Additional items include:
 Keys for floors and rooms
 Communication walkie-talkie
 List of rooms to clean and
alternate rooms
 Personal drink container.
Slide 56

Security of housekeeping trolley
It is important to maintain security of trolleys in hallways
as:
 They contain many valuable items
 Staff work out of sight of trolleys
 Contains information of guests.
Lock trolleys where possible.
Slide 57

Position of housekeeping trolley
Always position the trolley near the wall and out of the
guest‟s way.
Don‟t leave them in the middle of the corridor as:
 It makes it harder for movement of people in the
corridor
 It makes it more appealing for theft
 It helps avoid injuries
 Ensures a clear path in the event of
an emergency.
Slide 58

Identify rooms to be cleaned
In order to service rooms in a timely fashion and to control
labour costs, every property will allocate specific rooms to
individual staff for room preparation duties.
The primary role of a room attendant is to clean rooms.
Slide 59

Housekeeping briefing session
 Verify staff working
 Discuss up-coming information
 Discuss VIP‟s requirements
 Address room servicing problems
 Address complaints received by guests
 Identify up-coming training sessions
 Allocate rooms to individual staff for
the shift.
Slide 60

Most room attendants are required to clean approximately
12-20 rooms a day depending on:
 Organisation standards
 Types of rooms
 Status of the room
 Other considerations.
Slide 61

Types of rooms
Generally it is „guest rooms‟ that will need to be prepared.
These rooms can include:
 Single rooms
 Doubles
 Twins
 Suites.
Slide 62

Room inclusions
These rooms can contain their own spaces that require
servicing such as:
 Bathroom
 Bedroom
 Lounge or living area
 Kitchen or kitchenette
 Balcony area
 Lobby or vestibule.
Slide 63

Status of rooms
There are usually three types of rooms that need to be
cleaned:
 Check out rooms
 Occupied rooms
 Vacant rooms.
What is the difference between these rooms?
What activities are performed for each?
Slide 64

Other considerations
 Which rooms need to be cleaned first
 Special cleaning tasks or stain removal tasks for
certain rooms
 Time constraints
 Other areas in the venue that
need to be cleaned.
Slide 65

Access and enter guest room
All guest rooms must only be accessed after following the
house procedures that apply.
These procedures relate to service delivery and security.
They also function to help avoid embarrassment to both
guests and staff.
Slide 66

Standard procedure to access rooms
 Knock on door (quite loudly) – use knuckles not keys or
any other item as it could mark the door and call out,
“Housekeeping!”
 Count to five
 If no answer, knock again, and then use your key to
enter
 Take one step into the room and announce out “Good
morning/afternoon, Housekeeping to service your
room.”
 If the guest is still in bed, undressed or distressed,
quickly and quietly leave the room.
Slide 67

 If the guest is awake and up, say “Housekeeping,
would you like your room serviced?”
 Comply with their request – you may be invited to
service the room, just do a quick tidy, replace the
towels, soap and leave, or asked to come back at a
later time
 Once you have gained access to the room, the door
should be left wide open – to provide notice to a
returning guest that someone is in their room.
Slide 68

 The trolley should be parked across the entrance, or
near the entrance to the room
 It is standard procedure in the majority of
establishments for trolleys to be left outside
the room being cleaned
 Where the trolley is allowed to be taken into
the room, a large sign should be placed
reading „Cleaning in Progress‟.
Slide 69

Make beds
 Strip and re-make bed with fresh bed linen
 Re-make bed using existing bed linen.
Slide 71

Strip and make a bed
 Once you have successfully entered the room, it is now
time to start cleaning the room
 One of the first tasks is normally to make the beds
 Beds will need to be stripped in all departing rooms
and at nominated intervals for staying guests.
Slide 72

When should the bed be stripped?
Options include:
 Daily – in high-priced rooms, prestige establishments:
full change
 Every second or third day – full change
 Change when the condition of the linen requires it –
such as situations where linen is dirty or damaged.
Slide 73

Steps to strip a bed:
1. Remove bedspread or duvet. – inspect and air, or
replace as required. All bedspreads etc are washed or
dry-cleaned periodically
2. Remove blankets (where provided) - inspect and air, or
replace as required. All blankets are washed or dry-
cleaned periodically
3. Remove pillowcases – place into soiled linen bag.
Inspect pillow and pillow protectors to determine if they
require attention or replacement
(Continued)
Slide 74

Steps to strip a bed:
4. Remove sheets - place into soiled linen bag
5. Check mattress protector – spot clean as necessary or
replace if required due to staining or damage
6. Inspect electric blanket – safety check and for signs of
staining. Replace as per house protocols
Slide 75

Damaged or soiled bed items
When damaged items are found they must be replaced or
forwarded for repair or disposal.
Types of stains:
 Urine and faeces
 Blood
 Beverage – tea, soft drinks, alcohol
 Shoe polish
 Food
 Mud, dirt, grease and oil.
Slide 76

Remaking bed with fresh linen
 Making the bed „properly‟ is an extremely important
part of servicing any room because the bed is often the
focal point of the room and one of the first things in the
room that the guest looks at
 The final appearance of the made bed must therefore
make the right impression – neat, tidy, balanced, crisp,
clean, attractive and inviting.
Slide 77

Bed making styles
The standard style to make a bed involves:
 Mattress protector
 Bottom sheet
 Top sheet
 Blanket
 Bedspread
 Pillows
 Pillowcases.
Other styles include ‘American’ and ‘Norwegian’.
Slide 78

Bed making steps
1. Check electric blanket is straight and secured
2. Position mattress protector and secure strings
3. With seams down, position bottom sheet
4. Mitre bottom sheet
5. Smooth out creases
6. With seams up, position top sheet
(Continued)
Slide 79

Bed making steps
7. Position blanket – seams up
8. Turn head of top sheet over blanket
10. Tuck in top sheet and blanket on sides
11. Mitre all corners, top sheet and
blanket together
(Continued)
Slide 80

Bed making steps
13. Position bedspread so it is straight and all corners are
even.
14. Fold back bedspread at bedhead end.
15. Place pillowcases on fluffed up pillows.
16. Position pillows on the bed as required.
17. Fold bedspread over pillow and
neatly tuck in.
Slide 81

What do you do differently when making a bed using
existing linen instead of fresh linen?
Remember guest preferences:
 If they have removed the blanket or duvet, you may
wish to place this in the cupboard or folded back at the
end of the bed
 If they have more pillows, make the bed and position
the pillows accordingly
 If items such as books, magazines, glasses, clothes or
other personal items were found on the bed, place
them back on the bed in a similar position and in a neat
state.
Slide 82

Element 4:
Clean bathroom
Slide 83

Clean bathroom
 Clean bath and shower area
 Clean toilets
 Clean vanity area
 Clean floors
 Replenish guest supplies.
Slide 84

Preparing a bathroom for cleaning
 Collect all dirty toweling items and place in soiled
laundry bag
 Collect all used bathroom supplies
 Check shower curtain for cleanliness
 Check all light globes
 Check all electrical equipment
 Check all fixtures and fittings.
Slide 85

Preparing a bathroom for cleaning
Handling syringes
1. Don‟t panic
2. Don‟t touch the needle with bare hands and do not attempt
to recap it
3. Find a sturdy plastic container
4. Ease the syringe into the container without making skin
contact with it – where applicable, use a brush and shovel to
sweep syringe up
5. Tightly seal the container
6. Immediately wash your hands
7. Immediately alert the appropriate person
for correct disposal of syringe.
Slide 86

Cleaning the bath
1. Wet tub with water and check plughole for foreign
matter
2. Scour tub using non-metal pad – removing stains,
residue and marks
3. Clean and polish taps
4. Rinse bath thoroughly
5. Dry and polish with cloth
6. Conduct final inspection.
Slide 87

Cleaning the shower
1. Wet shower basin and sides
2. Clean tiles and floor – check plughole for foreign matter
3. Clean shower curtain – check pole is clean and all
hooks are in place and working
4. Rinse walls and floor thoroughly
5. Polish fittings
6. Replenish supplies
7. Conduct final inspection – leave shower
curtain neat and to one side.
Slide 88

Cleaning the toilet
1. Flush toilet to wet sides of bowl
2. Pour in cleanser – leave to soak: continue with other
work
3. Wash lid and dry – both sides and near back hinges
4. Wash seat and dry – both sides and near back hinges
5. Wash outsides of the bowl and dry
(Continued)
Slide 89

Cleaning the toilet
6. Wash and dry water holding unit and polish button
7. Scour bowl thoroughly – use a toilet brush
8. Flush toilet a number of times to wash away dirt
and residue
9. Place a hygiene strip over the closed toilet lid
10. Conduct final inspection – leave lid down
when thoroughly cleaned. Add hygiene strip,
if appropriate.
Slide 90

Cleaning the vanity area
The vanity area normally includes:
 Bathroom bench
 Basins
 Taps
 Mirror
 Cupboards
 Handtowels
 Amenities
 Soap containers.
Slide 91

1. Clean and dry shelves – replacing guest‟s toiletries,
where applicable
2. Scrub hand basin, rinse, then dry and polish with clean
cloth – check plughole
3. Polish fittings and taps
4. Clean and dry wall tiles
5. Clean, dry and polish bench top
(Continued)
Slide 92

6. Clean and polish mirror
7. Check under vanity for cleanliness – cobwebs, etc
8. Replenish stock – soap, tissues, facial items, shower
caps, water
9. Replenish towels – bath, face, hand, and floor mats
10. Conduct final check.
Slide 93

Cleaning the bathroom floor
1. Remove everything that may be on the bathroom floor such
as mats, trash cans, and small pieces of furniture
2. Sweep the floor to remove dirt, hair, dust, and other debris
3. Dissolve detergent into warm water using the manufacturer's
instructions for the correct water to detergent ratio
4. Pour the solution over the entire floor so that the solution can
fill into the grout lines
5. Allow the solution to remain on the floor for 15 to 20 minutes
6. Scrub the grout with a small medium-bristled brush
Slide 94

Cleaning the bathroom floor
7. Rinse the floor with a mop dampened with clean water
8. Mix a second batch of detergent and water
9. Mop the entire floor with the fresh solution
10. Rinse the mop with clean water and mop
a second time over the floor to rinse it
11. Use a squeegee to push residual
moisture to one area of the floor
before absorbing it with dry towels.
Slide 95

Replenishing guest supplies
Bathroom guest supplies:
 Toilet paper and sanitary pads and bags
 Tissues
 Towels including hand towels, face cloths, bathmats,
bath towels
 Shampoo
 Conditioner
 Moisturiser.
Slide 96

Replenishing guest supplies
Bathroom guest supplies:
 Hand lotion
 Toothbrushes and toothpaste
 Make up remover
 Combs
 Water
 Soap
 Perfumes, aftershaves and
other fragrances
 Sewing kits.
Slide 97

Final check of bathroom
Before leaving the bathroom, do a final check noting the
following points:
 Bathroom looks clean and tidy
 Towels and guest supplies have been replenished and
stocked accordingly
 Toilet paper is well stocked
 All appliances are working
 All surfaces are clean and dry.
Slide 98

Element 5: Clean room
Slide 99

Clean room
 Follow in-house requirements and policies in relation to
room cleaning
 Clean fixtures and fittings
 Vacuum floors and other areas
 Clean kitchenette area, where applicable.
Slide 100

Clean room
 Replenish guest supplies
 Check operational readiness of all items and
equipment
 Report and remedy room defects and damaged items
 Report suspicious items or situations
 Handle guest property left in room
from which guest departed.
Slide 101

Protocol for cleaning a room
Where your premises vary from these, adhere to house policy:
1. Enter and prepare room
2. Strip and make bed
3. Clear and clean bathroom
4. Replenish all bathroom supplies
5. Dust and polish
6. Replenish guest supplies
7. Clean bins
8. Clean fridge
9. Vacuum
10. Deodorise
11. Do a final inspection.
Slide 102

Protocol for cleaning a room
Protocols when cleaning an occupied room
 Never throw out any items like magazines and newspapers
belonging to the guest
 If business papers are out on the desk or table and obviously
being used, avoid cleaning or tidying that area
 Respect the guest‟s privacy and don‟t be nosy
 Take special care with all guest‟s items
 Hang guest‟s clothing up appropriately
 All cloths used in cleaning should be housekeeping issued –
room towels and linen should never be used for cleaning.
Slide 103

Cleaning furniture, fixtures and
fittings
All rooms will have furniture, fixtures and fittings to some
extent.
 Furniture commonly refers to items in the room that
are movable including beds, couches, desks,
television, clock radios etc
 Fixtures refer to items that are attached that are used
by the guest including air conditioners, light controls
 Fittings refers to taps, pipes and electrical aspects of
the room.
Slide 104

Dusting and polishing
The main purpose of dusting and polishing is to:
 Collect small particles of dust
 Clean the item and leave a shiny, reflecting finish.
When polishing an item, make sure to:
 Spray the cleaning agent onto the cloth -
not onto the surface to be cleaned
 Buff the surface after cleaning to
remove any streaks
Slide 105

Items to dust and polish:
 Air conditioning vents
 Doors
 Picture frames
 Mirrors – frame and mirror
 Skirting boards
 Dressing table and drawers
 Side tables and ledges
 Wardrobe and internal shelving
 Windows – glass and frames.
Slide 106

Items to dust and polish:
 Window sills
 Walls
 Lamps
 Telephone
 Seat furniture
 All furniture
 Outside/balcony areas.
Slide 107

Cleaning bins
Waste bins should be properly cleaned by:
 Tying the bin liner around the rubbish or emptying the
bin directly into your waste bag on the trolley. Remove
larger and non-dangerous by hand to facilitate this
process where applicable
 Spraying bin with appropriate multi-purpose cleaner,
inside and out
 Cleaning with the appropriate cloth
 Fitting a new bin liner.
Slide 108

Vacuum floors
All carpeted areas should be vacuumed and many non-
carpeted areas including wooden floors, tiled bathroom
area, linoleum floors in kitchenette may also require
vacuuming.
Slide 109

Vacuum floors
Vacuuming tips:
 Try to vacuum the room starting at the furthest corner
from the door and work back toward the exit
 Ensure you vacuum around and under all furniture, and
under the bed
 Particular attention should be placed on the corners of
the room, including the skirting boards
 bend your knees when cleaning under items
 Try to avoid „bending over‟ the machine.
Slide 110

Clean kitchenette
Kitchenette items
 Refrigerator
 Stove & Oven
 Microwave
 Dishwasher
 Tea and coffee making facilities
 Pots and Pans
 Crockery and cutlery
 Washer and dryer.
Slide 111

Cleaning the refrigerator
 Clean the inside of the refrigerator, including seals, with
either hot soapy water or a designated spray-on
cleaner.
 Dry with a cloth when the cleaning has been done
 Make sure food products and glasses are protected
 Replenish cold water in jugs, milk sachets and ice trays
 Switch refrigerator back on if it has been turned off
prior to cleaning
 Check the refrigerator door seals for splits and cracks
 Report items needing repair.
Slide 112

Cleaning the stove
For a gas stove:
 Remove burner caps, grates, and control knobs
 Put them in your sink filled with very hot water and dish soap
 As these soak, dip a scrubbing sponge into the sink water
and wring
 Go over the stovetop, paying extra attention
to any stains around the burners
 Rinse with clean water; let dry
 Head to the sink and wipe down each
item with your sponge
 Rinse and dry the parts; reassemble the cooktop.
Slide 113

Cleaning the stove
For an electric stove:
 For a coil electric stovetop, do this soaking method with
the drip pans and knobs but not the burners, which
shouldn't be submerged
 For a smooth electric stovetop, clean the surface with a
nonabrasive scrubbing pad and a liquid cooktop
cleaner
 Dip a sponge in hot soapy water, wring well,
and wipe the controls
 Rinse and let dry.
Slide 114

Cleaning the oven
Inside oven
 Cooked food stuck on the bottom, sides or glass of ovens
can give off odours and smoke
 Try to remove large or deep stuck food items with a metal
spatula and gently chip off any loose pieces
 Spray a cleaning agent on all sides on the inside or an
oven
 Wipe away
 For hard to remove stains, use baking soda with a few
drops of white vinegar. Let it bubble for a minute or two,
then whisk away the grime with a scrub sponge
 Rinse with a clean, wet, regular sponge.
Slide 115

Cleaning the oven
Oven glass window
 Spray the inside of the window with appropriate
cleaning agent
 Let it soak
 After a few minutes, rub down the glass
with a nonabrasive scrubbing pad
 Rinse with a wet sponge, and dry with a paper towel or
microfiber cloth
 Give the glass on the outside of the door a quick spray
and wipe as well.
Slide 116

Cleaning the dishwasher
When cleaning dishwashers, ensure:
 All items have been removed and placed away in
cupboards
 Water is drained
 Clean around area where detergent has been used
 Fill rinse aid dispenser where required.
Slide 117

Cleaning the washing machine
When cleaning washing machines, ensure:
 It is empty
 If items are found, process them as lost property if the
guest has departed, or neatly fold for an existing guest
 Clear away any leftover clothing strands
from inside the machine.
Slide 118

Cleaning the dryer
When cleaning dryers, ensure:
 It is empty
 If items are found, process them as lost property if the
guest has departed, or neatly fold for an existing guest
 Clear away lint from catchment areas.
Slide 119

Cleaning other items
Once the major pieces of equipment have been cleaned
there are other tasks to perform.
These may include:
 Washing and drying pots, pans, crockery and cutlery
 Placing clean items in cupboards
 Cleaning inside cupboards and doors
 Refilling ice trays
 Cleaning kettles.
Slide 120

Cleaning other items
 Restocking give-ways including tea, coffee and biscuits
 Changing drying towels and cleaning sponges
 Replenishing detergents, washing powder and cleaning
agents
 Placing fresh milk in the refrigerator or other items as
dictated by regulations
 Cleaning the microwave
 Wiping down benches and sinks
 Cleaning the floor.
Slide 121

Replenish guest supplies
Depending on the establishment, there can be a number
of items that will qualify as guest supplies.
The simplest definition is „any small item that can be used,
and in some cases taken, by a guest is a guest supply‟.
Slide 122

Guest supplies include:
 Pens
 Paper
 Stationery
 Envelopes
 Fax or e-mail forms
 Promotional material
 Room service menus
 Sewing and shoe polishing kits
 Guest dry-cleaning bag.
Slide 123

Guest supplies include:
 Guest laundry list
 Tea, coffee, milk and biscuits
 Iron
 Fly spray
 Additional blankets and pillows
 Remote control units
 Hair dryer
 Electric jug
 Basic cups, mugs, saucers, glasses,
tea-spoons, bottle opener.
Slide 124

Check operational readiness of items
 In-room air conditioning set at a predetermined temperature
level
 Refrigerator left at a nominated setting
 Television set to a prescribed volume or channel
 Clock set to the correct time
 Alarm clock checked to ensure the alarm is not
active
 Radio tuned to nominated channel and set at
desired volume
 Dimmers set to medium setting
 Toaster set to desired setting
 Pens and message pads are located conveniently.
Slide 125

Report and remedy room defects
 Regardless of how well a room is maintained, general
wear and tear will happen, equipment will break down
and other problems will occur
 When servicing a guest room is to check
the room for any defects in equipment,
appliances, furniture or fittings.
What are defects, what is damage?
 Defects or damage can result form normal wear-and-
tear, accidental damage or deliberate and malicious
action by guests.
Slide 126

Examples of defects and damage:
 Broken refrigerator door seals
 Chipped or broken glasses
 Flickering fluorescent lights
 Blown light globes
 Remote controls with flat, or no, batteries
 Broken fixtures or fittings
 Refrigerators that make „too much‟ noise
 Noisy air conditioning.
Slide 127

Examples of defects and damage:
 Dripping taps
 Ripped curtains and drapes that do not properly close
 Ripped, tired-looking or stained furnishings
 Fuzzy television reception
 Electric jugs and hair dryers that don‟t
work
 Room cards that do not easily integrate
with the power controls in-room
 Irons where the temperature control settings
are not working.
Slide 128

What do you do?
The course of action chosen will depend on the
seriousness of the damage and whether or not
someone could be harmed because of the problem.
The two possible courses of action are:
 The item must be taken out of service immediately and
replaced if possible
 The item is reported on a maintenance report
and submitted to the appropriate person for.
‘If in doubt, have it checked out.’
Slide 129

Identifying damaged items
You can become aware that an item is damaged through:
 Personal observation
 Look for damaged items
 Listen for equipment that doesn‟t
sounds right
 Be alert to smells that indicate problems
 Advice from guests.
Slide 130

Identifying damaged items
 Speaking face-to-face with the supervisor, Floor
Housekeeper or relevant other person
 Using the in-room phone
 Using other internal communication
methods
 Using the in-room phone to contact reception
and leave a message
 Completion of a Maintenance Report.
Slide 131

Identifying pests
Types of pests
 Flies
 Cockroaches
 Silverfish
 Fleas
 Spiders
 Mice, rats and ants.
Slide 132

Preventing pests
Do whatever you can to keep the pests out in the first
place :
 Keeping doors and windows to guest rooms
closed
 Making sure fly wire screens are fitted and in
good condition
 Making sure that anything provided to a guest
room is free from pests
 Control any pests you see – using aerosol sprays,
baits, traps, fogging, commercial spraying.
Slide 133

Preventing pests
Apply good housekeeping techniques to deny food and
drink to pests and maintain hygienic conditions includes:
 Never leaving food out on benches or tables
 Checking to ensure food scraps are not lying on the
floor anywhere in the room – in the kitchen under the
stove; under the bed
 Keeping bins clean and in good repair
 Cleaning premises thoroughly and
disinfecting when necessary
 Removing all rubbish on a regular basis.
Slide 134

Suspicious items or situations
Accommodation establishments are the setting for many
illegal activities and all room attendants must be alert for
signs this is happening or may take place.
The role of a room attendant is this regard is only to
„report‟ – it is not to intervene, take action or put
themselves in harm‟s way.
Slide 135

Is the activity illegal or immoral?
Most properties are not prepared to allow illegal activity
and also frown on immoral activity.
Some turn a blind eye to immoral activities deeming that
what guests do in the privacy of their own room is their
business.
Slide 136

Unusual items or situations:
 A package left unattended in corridor or stairwells
 An item that is heavily bloodstained
 A package left in a check-out room
 A weapon found in a room
 Drugs or packages thought to contain drugs
 Explosives
 Evidence of drug taking in a room.
Slide 137

Suspicious occurrences or people:
 Person behaving nervously or anxiously
 Person in an area they shouldn‟t be in
 Person using excessive force against another person
 Loud voices and swearing
 Sounds that indicate damage is being done
 Person seeming to loiter
 Person asking you to let them into a room.
Slide 138

If you see or hear anything that is suspicious, unusual
or appears illegal you should:
 Not say anything to the persons involved
 Try not to alert them to the fact you have
noticed something suspicious, unusual etc
 Try to remember as much detail as possible and write
down notes
 Alert the relevant person as soon as possible.
Slide 139

Taking action
If you notice something that looks unusual or suspicious:
 Advise the floor supervisor, the Floor Housekeeper or
the Executive Housekeeper
 Contact venue security.
Slide 140

Handling guest property left in
departed room
Dealing with lost property
 There may be times when you come across items in
check-out rooms that have been left behind by the
guest
 Sometimes this is an over-sight on their part and
sometimes it is intentional
 Such items should be treated as valuable, regardless
of monetary value.
Slide 141

departed room
All such items should be taken to the housekeeping
department and recorded in the „Lost and Found‟ log book.
Information that needs to be recorded about the item
includes:
 Date found
 Room number or other location
 Exact location
 Description of item
 Name of person who found the item
 Date item was returned to the owner.
Slide 142

departed room
Not all items left in a guest room are „lost‟. They may have
been deliberately left there.
 Romantic or sexual items
 Perishable food
 Liquor
 Newspapers
 Books
 Magazines
 Documents
 Other inexpensive items.
Slide 143

Element 6:
Provide additional housekeeping services
Slide 144

Provide additional housekeeping
services
 Provide turn-down service
 Carry out rotational cleaning duties
 Lend equipment to guests, as requested in accordance
with house policies.
Slide 145

Provide turn-down service
 Turn down service is service commonly found in four or
five star hotels
 It is a service that prepares the room at the end of the
day for the comfort of the guest
 It is designed to make the room soothing and inviting
for rest and relaxation.
Slide 146

Steps of turn-down service
Preparation
The first step is to prepare the items that may be used as
part of turn-down including:
 Linen – bed sheets, bath towels and pillows
 Amenities – shampoo, conditioner, hand lotion,
moisturiser, sanitary items, toilet paper, tissues
 Give always – newspapers, chocolates,
fruit, messages, flowers.
Slide 147

Enter the room
There will be a good chance the guest is in the room and
may request:
 No service
 Supply more and replacement items whilst not allowing
you to enter the room
 Turn-down service as normal.
Slide 148

Complete turn-down service
 Closing of curtains
 Turning on lights to a soothing level
 Playing appropriate music through the radio or
television
 Preparing the bed by removing or folding back display
quilts and blankets making access to bed easier.
Slide 149

 Placing items on the bed including fruit, messages,
flowers or chocolates
 Replace dirty towels
 Clean basic and bathroom surfaces
 Clean used crockery and cutlery
 Clean bins
 Conduct a general clean and tidy.
Slide 150

Once you have completed the turn-down service:
 Ask guest if they require any additional services – they
may have laundry for submission
 Excuse yourself and leave the room at the earliest
possible convenience.
Slide 151

Do Not Disturb (DND) Rooms
A number of rooms may have their DND signs out. In this
case you must not knock on the door or enter the room:
 Record the time
 Go back after you have completed other rooms
to check if the room is ready for service
 If the DND sign is still there, slip an appropriate
card under the door, requesting the guest to call
housekeeping if they require turn-down at an
appropriate time.
Slide 152

Rotational cleaning duties
These activities may be classified as:
 Preventative maintenance – activities to ensure
equipment furniture, fixtures and fittings are operation
and effective
 Deep cleaning – activities to ensure equipment
furniture, fixtures and fittings are clean.
Slide 153

Preventative maintenance
Some of these activities may include:
 Turning of mattresses
 Replacement of items.
Slide 154

Deep cleaning
In the normal daily cleaning process whilst the guest room
is cleaned, quite often it may be „surface clean‟ requiring a
„deep clean‟ on a regular basis.
Slide 155

Deep cleaning
Room cleaning
 Moving all furniture and ensuring it is clean underneath
 Steam cleaning of floors, furniture and curtains
 Extensive glass cleaning
 Closer attention to the baseboards ensuring all dirt is
wiped clean
 Dust and clean blinds, valences or shutters
 Vacuum or clean high shelves.
Slide 156

Deep cleaning
Bathroom Cleaning
 Bleaching of all surfaces
 Grouting of shower and floor tiles.
Slide 157

Deep cleaning
Kitchen Cleaning
 Pull stove and other appliances away from wall and clean
 Detail cabinets and pantry
 Detail kitchen drawers
 Refrigerator should be cleaned under and behind
 Disinfect countertops, backsplash, front of cabinetry and
under countertop appliances
 Disinfect grooves in dishwasher and stove with
toothbrush
 Defrosting of freezers
 Disinfect garbage bins. Slide 158

Final Inspection of room
 All equipment is in correct operational order
 All equipment is re-set – clock radio, video,
telephone volume
 All crockery, cutlery and glassware is clean
and replaced
 All light bulbs are operational
 Bed has been made properly and looks attractive
 All picture frames are straight
 All furniture is in the correct location.
Slide 159

Final Inspection of room
 Bathroom is clean and all stock replenished
 Refrigerator is clean, turned on and restocked as required
(fresh water, milk, ice cubes)
 All guest supplies (give-aways) have been restocked
 Bin liners have been replaced
 All windows are closed
 External doors to balconies are locked
 All blinds and curtains are in place
 Floor has been vacuumed
 All lights are turned off.
Slide 160

Lending equipment to guests
 It is impossible for a hotel to provide all items the guest
could possibly need in all rooms
 Firstly the cost would be substantial, the room would
become more cluttered and the opportunity for theft
would greatly increase
 Therefore most hotels will have items available for loan
to guests, upon request.
Slide 161

Types of loan items
 Special pillows
 Extra bedding
 Extra crockery and cutlery
 Cots
 Extra beds / rollway beds
 Extra furniture
 Ice buckets
 Extra towels
 Telephone chargers
 Power boards
 Internet cables.
Slide 162

Types of loan items
 Video players and consoles
 Children games & toys
 DVD‟s
 Books
 Iron and ironing board
 Electrical adapters
 Bath robe and weight scales
 Hair dryer
 Extra coat hangers
 Portable fans or heather
 Picnic baskets
 Clothes drying racks.
Slide 163

Procedures for loaning items
 Record item
 Give the item in a timely manner
 Get signature
 Record charges where appropriate
 Ensure items have been returned.
Slide 164

Element 7:
Prepare for next shift
Slide 165

Prepare for the next shift
 Complete required records and notifications
 Dispose of rubbish
 Clean and store trolleys
 Replenish stock items as necessary
 Clean housekeeping equipment prior
to storage.
Slide 166

Complete records and notifications
 Recording status of rooms
 Lost property reports
 Ordering of supplies
 Handover reports – information required for the next
shift, including turn-down rooms to complete and
incidents that occurred that day
 Records of items that were loaned to guests
 Maintenance requests
 Time sheets.
Slide 167

Dispose of rubbish
 Housekeeping is all about cleanliness and tidiness and
this should not stop at the end of the day
 The general cleanliness and hygiene of a hospitality
business is vital to the health of all stakeholders
including staff, guests, owners and the community in
general.
Slide 168

Dispose of rubbish
Handling and disposing of rubbish is vital for a number of
reasons including:
 Maintains a clean environment and ensures it is
aesthetically pleasing
 Reduces accidents caused by people tripping and falling
over
 Reduces the chance of contamination
 Reduces bad odours
 Attracts fewer insects and rodents
 Reduces likelihood of contamination.
Slide 169

Types of rubbish
There are two main types of rubbish in hospitality
environments:
 General Rubbish
 Hazardous Rubbish.
What are some examples of both?
How do you handle and dispose of these?
Slide 170

Types of rubbish
General Rubbish
This is similar to household rubbish and is the type of
rubbish most found in hospitality organisations and guest
rooms. It includes:
 Paper and boxes
 Bottles
 Plastic containers
 Food and beverage related trash.
Slide 171

Types of rubbish
Hazardous Rubbish
This rubbish that can be harmful and should be treated
carefully. It includes:
 Chemicals
 Broken glass
 Cleaning products
 Disinfectants
 Unknown bottles and liquids.
Slide 172

Handling rubbish
It is always advisable to:
 Wear gloves when handling rubbish
 Not overloading rubbish bags or bins
 Using safe manual handling techniques
 Using a trolley to move rubbish where necessary
 Disposing of rubbish in a timely manner
 Moving rubbish to disposal areas during quiet
times or on quiet routes
 Placing rubbish in the suitable disposal area – this
includes the separation of paper, glass and plastic based
products.
Slide 173

Clean and store trolleys
After every use you are responsible for cleaning and
restocking the trolley you have used during the cleaning
activities.
 What activities do you need to do with trolleys at the
end of the shift?
Slide 174

Cleaning the housekeeping trolley
 Wipe over by a general purpose cleaner should suffice
 Extra spot-cleaning as required
 Replace used or dirty linen and rubbish bags
 Removing any soiled items
 Removing any empty packages.
Slide 175

Restock the housekeeping trolley
 The trolley is not unloaded at the end-of-shift. Items
that are on the trolley when it returns to the storeroom
are left on it
 It is important that you restock your trolley so
that it is ready for the next shift
 Each organisation will have different items
that need to be placed on the trolley.
Slide 176

Reorder stock and supplies
 The aim of maintaining stock and supplies in a
housekeeping store is that you never run out of
anything but you don‟t over-stock
 Housekeeping trolleys can be stocked at the
beginning or end of each shift.
 When supplies run low during a shift, further supplies may
be accessed from the housekeeping store room
 When supplies in the floor housekeeping store room run
low, further supplies can be brought up from the
housekeeping department.
Slide 177

When requesting supplies you may be required to
complete a requisition form.
The requisition form is an internal stock ordering form that
you fill in and give to the Head Housekeeper.
It will identify:
 Person requesting the items
 Type of items needed
 Quantity
 Date.
Slide 178

 Light globes
 Remote control batteries
 Ash trays
 Glasses
 An assortment of cutlery and crockery
 Safety pins and drawing pins
 Spare electric blankets, irons, ironing
board covers, hair dryers, electric jugs
 Ice cube trays.
Slide 179

Clean housekeeping equipment
prior to storage
Mops
 Dusting mops
 Polishing mops
 Washing mops.
Slide 180

prior to storage
Dusters
Cleaning of dusters involves:
 Shaking clean regularly in an appropriate outside
location
 Washing in accordance with the manufacturer‟s
instructions – the laundry will be responsible for this:
you will be required to leave all used dusters and
cleaning cloths in a nominated location for the laundry
porter to pick up.
Slide 181

prior to storage
Brooms and brushes
Cleaning of brooms and brushes involves may vary with
special items but the general approach is:
 Shake clean in an outside location
 Wash with designated detergent – some properties will
also require sanitising
 Hang to air dry.
Slide 182

prior to storage
Cloths and sponges
Clothes may be given to the laundry for cleaning, or you
may have to do your own.
Where you have to clean your own:
 Wash with designated detergent – some properties will
also require sanitising
 Air dry.
Slide 183

prior to storage
Buckets
 Tipping out the dirty water into the sink or gully trap
identified for this purpose
 Removing or rinsing out any dirt and material
 Washing with designated detergent
 Checking rollers and removing debris
 Turning upside down and leaving to air dry.
Slide 184

prior to storage
Vacuum cleaners
 All vacuum cleaners must be cleaned out at the end of the
shift and the bag replaced if required
 The machine and its attachments must be wiped clean using
a damp cloth
 The power cord should be wrapped correctly and safely
 All cleaning of vacuum cleaners must be done in accordance
with manufacturer‟s instructions.
Slide 185

Storing housekeeping equipment
Large items
 Vacuum cleaners, brooms & buckets
 Normally go on the floor.
Smaller items
 Guest supplies
 Go on shelves – shelves often have labels
to show what goes where.
Slide 186

Storing housekeeping equipment
Final checks when storing equipment
 All minor or major faults and repair needs have been
identified and acted on
 All equipment has been cleaned – and where
appropriate, dry
 Electrical cords are rolled up and positioned
safely and securely
 Every piece of equipment and every cleaning item
is stored safely and in the appropriate location
 The door to the storeroom is locked when you leave.
Slide 187

Finish
Go to the Head Housekeeper‟s office and:
 Advise that you have finished and about to go
 Notify the office of any problems you have identified or
any suspicions etc you have. This includes submitting
any requisitions, requests, reports, forms etc
 Hand back and sign in your room keys/cards
 Complete your time sheet
 Once you have completed this task you have
successfully completed your shift.
Slide 188

Clean & prepare rooms for incoming guests

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